Manager on Duty

Wilderness-Hotel-and-Resort-In; Sevierville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Wilderness Resort is seeking a Resort Manager on Duty (MOD) to lead daily operations in the absence of senior management. This on-site role requires swift decision-making, policy enforcement, and seamless coordination across departments to maintain guest satisfaction and safety.

The MOD will act as Incident Commander during emergencies, oversee operational checks, and provide immediate support during peak occupancy, driving a culture of operational excellence.

Qualifications

• Level 5 education or equivalent.
• 6 months to 1 year related experience and/or training.
• Proven leadership and organizational skills.

Responsibilities

• Act as the primary operational authority in GM/AGM absence.
• Monitor safety, cleanliness, and staffing across departments.
• Enforce company policies and safety protocols.
• Compile and distribute daily shift reports to executives.
• Resolve escalated guest disputes with authority and goodwill.
• Serve as on-site Incident Commander during emergencies.

Skills

Leadership EI

Operational Autonomy

Hospitality Acumen

Tech-Savvy

Professional Standards

Education

Associate's degree

Tools

V1

HotSOS

Zingle

Micros

Job description

SUMMARY:

The Resort Manager on Duty (MOD) serves as the primary operational leader and definitive executive authority for the resort in the absence of the General Manager and Assistant General Manager. This critical role ensures the seamless daily operation of the property, balancing exceptional guest satisfaction with rigorous safety, security, and facility standards. Operating as a highly visible leader across all departments, the MOD is responsible for swift problem resolution, enforcing company policies, and providing immediate support during peak occupancy. The ideal candidate is a decisive, level-headed professional capable of serving as the on-site Incident Commander during emergencies, resolving escalated guest disputes with financial authority, and driving a culture of operational excellence throughout the resort.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Resort Manager on Duty (MOD) & Daily Operations

• Leadership Coverage: Serve as the primary operational authority acting on behalf of the General Manager (GM) and Assistant General Manager (AGM) in their absence. Maintain constant radio availability to provide immediate leadership and support across the facility.
• Operational Oversight: Conduct routine department checks across the waterpark and hotel. Monitor safety compliance, facility cleanliness, and staffing levels, proactively assisting departments during peak occupancy or staffing shortages.
• Policy Enforcement: Fairly and consistently enforce company policies and safety protocols across all departments, setting a positive, professional example during all staff interactions.
• Executive Reporting: Compile and distribute comprehensive daily shift reports to executive leadership detailing activities, operational issues, and departmental metrics at the end of each shift.

Guest Experience & Issue Resolution

• Executive Resolution: Maintain full authority to resolve escalated guest disputes during MOD shifts. Utilize independent judgment and hotel policies to issue appropriate financial adjustments (comps/refunds) to ensure total guest satisfaction.
• Survey Management: Utilize the internal CRM/feedback system (e.g., Track) to promptly and professionally respond to guest surveys and reviews.

Safety, Emergency Response & Risk Mitigation

• Incident Command: Serve as the on-site Incident Commander during critical incidents in the absence of the GM, AGM, and Director of Risk Management. Maintain full proficiency in the property's Emergency Response Guide.
• Emergency Response: Respond swiftly and react to all in-house emergencies. Cooperate and coordinate seamlessly with emergency services personnel (Fire, Police, EMS, and EMA) during critical incidents.
• Risk Management: Investigate, document, and complete all internal incident and accident reports. Conduct necessary follow-ups with reporting parties and proactively notify the Director of Risk Management of any company damages or liability concerns.
• Additional Duties: Execute all other duties as assigned by executive management to support resort operations and goals.

SUPERVISORY RESPONSIBILITIES:

Indirectly supervises resort staff as necessary during MOD shifts to ensure our property provides excellent guest service. Responsible for operational openings and closures in consultation with departmental leadership and/or executive staff.

EDUCATION and/or EXPERIENCE:

Level 5

Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Level 3

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:

Level 2

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Level 5

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

• Tennessee Driver’s License: Or ability to obtain one within 30 days of employment.
• Safety Certifications: CPR/AED/First aid certification within 3 months of hire and kept current thereafter.
• Food & Beverage: SERV Safe Manager Certification within one year of hire.
• Emergency Response: EMR Certification within one year of hire and kept current thereafter.

QUALIFICATIONS

• Leadership & Emotional Intelligence: Strong ability to motivate teams, actively listen, and negotiate win-win solutions to complex issues. Thrives in high-stress situations with a level-headed, professional demeanor.
• Operational Autonomy: Self-starter capable of acting independently with minimal supervision while adhering strictly to company policies and standard operating procedures.
• Hospitality Acumen: Comprehensive working knowledge of resort amenities, room designs, and food/beverage operations (including menu knowledge, preparation, and presentation).
• Tech-Savvy: Proficient with modern office productivity software and departmental guest service technologies/platforms (including V1, HotSOS, Zingle, Micros, etc.).
• Professional Standards: Exhibits high standards of personal organization, creative problem-solving, punctuality, grooming, and uniform compliance.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

• Regularly talk or hear.
• Frequently stand, walk, sit, and use hands to finger, handle, or feel.
• Occasionally reach with hands and arms, climb or balance, taste or smell, and stoop, kneel, crouch, or crawl.

Lifting Activities:

• Frequently lift up to 10 and 25 pounds
• Occasionally lift up to 50 pounds with assistance.

Vision Requirements: Close Vision, Distant Vision, Color Vision, Peripheral Vision, Depth Perception.

WORK ENVIRONMENT

• Occasionally exposed to outdoor weather conditions.

Noise Levels: Quiet, Moderate, or Loud.